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Senior Manager - Customer Service

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Job ID:

464452

Salary:

£60,000.00 per year
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Job Views:

1

Employment Type:

Full time

Posted:

13/06/2019
col-wide 

Job Description:

The employer is a media group.

  • Build relationships with our clients by tending to their needs and providing impeccable customer service through engaging emails and phone calls;
  • Supervise day-to-day operations, manage the approved department budget and maintain an orderly workflow according to priorities;
  • Manage your team by setting goals, guiding them through challenging situations and providing feedback on a consistent basis;
  • Take ownership of ticket escalations until resolution of the issue;
  • Establish a service desk structure to maintain an accurate Knowledge Base with Key Support Topics and to document all customer service activities and discussions;
  • Analyze service statistics and actionize on the data by preparing detailed reports and recommending operational solutions to your findings;
  • Develop service procedures, policies and standards to continuously improve the efficiency of our process and service;
  • Monitor and audit calls and ticket responses to ensure client experience is being held to the highest of standards; customer service agents are at the forefront of our business after all!
  • Hire and train new customer service agents to enable them to deliver an excellent experience;
  • Responsible to stay informed on the latest industry techniques and methods; we strive to exceed customer expectations!
  •  Bachelor's degree in Business Administration, relevant field, or equivalent.
  • Experience providing a world-class customer experience;
  • Strong communication and organizational skills;
  • Advanced troubleshooting and multi-tasking skills;
  • A positive attitude, ability to work under pressure and attention to detail;
  • Bilingual (French & English);
  • Bonus points if you have experience working with Salesforce!
  • What you are good at
  • Master relationship builder; clients appreciate you and your team looks up to you!
  • Self-motivated and highly autonomous; you're not afraid to act on an opportunity when you see one!
  • Extremely analytical with an affinity for problem solving;
  • Results-oriented and willing to challenge the status quo;
  • Creative strategic approach when implementing new initiatives;
  • Proven ability to increase customer satisfaction, loyalty and retention;
  • Demonstrated ability to mentor and develop team members to their highest levels of performance. 
Company Info
Stingray Digital Media Group

Company Profile



Company Info

Stingray Digital Media Group

Phone:
Web Site:

Senior Manager - Customer Service

col-narrow-left 

Job ID:

464452

Salary:

£60,000.00 per year
col-narrow-right 

Job Views:

1

Employment Type:

Full time

Posted:

13/06/2019
col-wide 

Job Description:

The employer is a media group.

  • Build relationships with our clients by tending to their needs and providing impeccable customer service through engaging emails and phone calls;
  • Supervise day-to-day operations, manage the approved department budget and maintain an orderly workflow according to priorities;
  • Manage your team by setting goals, guiding them through challenging situations and providing feedback on a consistent basis;
  • Take ownership of ticket escalations until resolution of the issue;
  • Establish a service desk structure to maintain an accurate Knowledge Base with Key Support Topics and to document all customer service activities and discussions;
  • Analyze service statistics and actionize on the data by preparing detailed reports and recommending operational solutions to your findings;
  • Develop service procedures, policies and standards to continuously improve the efficiency of our process and service;
  • Monitor and audit calls and ticket responses to ensure client experience is being held to the highest of standards; customer service agents are at the forefront of our business after all!
  • Hire and train new customer service agents to enable them to deliver an excellent experience;
  • Responsible to stay informed on the latest industry techniques and methods; we strive to exceed customer expectations!
  •  Bachelor's degree in Business Administration, relevant field, or equivalent.
  • Experience providing a world-class customer experience;
  • Strong communication and organizational skills;
  • Advanced troubleshooting and multi-tasking skills;
  • A positive attitude, ability to work under pressure and attention to detail;
  • Bilingual (French & English);
  • Bonus points if you have experience working with Salesforce!
  • What you are good at
  • Master relationship builder; clients appreciate you and your team looks up to you!
  • Self-motivated and highly autonomous; you're not afraid to act on an opportunity when you see one!
  • Extremely analytical with an affinity for problem solving;
  • Results-oriented and willing to challenge the status quo;
  • Creative strategic approach when implementing new initiatives;
  • Proven ability to increase customer satisfaction, loyalty and retention;
  • Demonstrated ability to mentor and develop team members to their highest levels of performance.